Archived: The Bank House

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us the support from the staff helped to keep them safe in their home and manage their risk to health and safety. All staff understood the potential for risk of abuse and told us about how they kept people safe and how they had reported any concerns. During our inspection people were supported by staff that were available, offered guidance or care. People told us they received their medicines from staff or looked after their own medicines. People were able to request additional medicines for pain relief or other medicines as needed. The staff team were able to asses and know when a person may need these if they had not been able to communicate themselves.

People told us they staff knew them and the care they needed. All staff told us the training was in their role and helped them understand the needs of the people they looked after at the home. The staff team were supported with regular supervision with the registered manger to assist them in their role and responsibilities.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People told us there was always a choice of meals and drinks which they enjoyed and kept them healthy. People had access to other healthcare professionals that provided treatment, advice and guidance to support their needs.

People were comfortable with the staff that supported them and enjoyed their company. All staff knew people’s individual care needs and respected people’s dignity and independence. People’s privacy was maintained and staff were considerate not to impose on people who spent time in their room. People received support to have their choices and decisions respected with their day to day care.

People’s care needs were reviewed and assessed regularly and care planned and delivered to meet those needs. People and where requested families had been involved in the planning of their care. Family member told us they were asked for their opinions and input. People were supported with planned activities and the freedom to decide daily on how they spent their day.

People had the opportunity to raise comments or concerns and these were addressed. There were processes in place for handling and resolving complaints and guidance was available in an accessible format for people in the home.

People and staff told us management team were approachable and visible within the home which people and relatives liked. The registered manager and provider had completed regular checks to monitor the quality of the care that people received. Any improvements or changes had been recorded and actioned by the registered manager.

Further information is in the detailed findings below.

We saw that people were respected by staff. Staff asked people if they were happy with them giving care before they gave it. We saw that people appeared comfortable with the staff that supported them.

People's needs had been assessed and care and treatment was planned and delivered in line with their individual care plan. We saw that staff were aware of each person's needs and how to give care and support to meet those needs. We saw that staff were kind and caring in their approach to people who lived in the home.

People were supported with access to additional medical services as necessary to make sure their health and social welfare was protected at all times.

Recruitment procedures were in place and these had been followed to make sure that suitable people were employed to work at the home. Staff told us they: 'Love working here, everyone is great'.

The provider had systems in place to assess, monitor and review the service provided. Staff told us they could talk with the registered manager at any time: 'The manager is absolutely brilliant'.

We observed how staff interacted with people to support them in making decisions about their lifestyles. We saw that staff respected the decisions that people made.

The two care records that we reviewed indicated that arrangements had been made to support people in receiving their health and care needs. They included information about people's preferences for their activities and accessing the community and how they were met. From discussions held with staff we found that people were well supported in leading a varied lifestyle that suited their individual preferences.

People were encouraged and supported to do things for themselves but were given choices. We saw a person go out to the local shop and return to the home with an item they had chosen to buy.

We found that systems were in place to keep people safe. Staff had received training in safeguarding people and knew how to respond to concerns.

We found that enough staff were rostered to ensure that people were supported in their care needs and in accessing the community.

There were systems in place to support people if they felt the need to make a complaint. We found that none had been made.